Customer Experience Advisor – Sensitive Claims

Role Overview

The role involves supporting customers who may be dealing with difficult or sensitive circumstances, taking the time to understand their needs and helping them reach the right outcome. The team is part of the Retail business, which supports customers throughout their lives to help them save, plan, protect, and enjoy retirement.

What You Will Do

Supporting customers through sensitive and potentially complex conversations, delivering positive outcomes across telephone and administrative activity, and identifying and responding appropriately to customer complaints.

Why It Might Be a Fit

The ideal candidate will have experience of delivering good customer service or supporting people with different needs, empathy and confidence to handle sensitive conversations, and excellent verbal and written communication skills.

Requirements

• Experience of delivering good customer service or supporting people with different needs
• Empathy and confidence to handle sensitive conversations
• Excellent verbal and written communication skills
• Strong listening skills and the ability to build trust
• Good attention to detail and accurate record-keeping
• The ability to prioritise your workload and take ownership of customer queries
• Confidence learning new systems, processes, and product information

Benefits

• Annual, performance-related bonus plan
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service
• Competitive family leave
• Electric car scheme
• Discounts on products and at high street stores and online
• Flexible working options, including part-time and job shares